Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/10/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a grill from their website while i was in the process of selling my house. I timed the purchase so that I would have a grill delivered after the sale. At the time of purchase my billing address was my old house and my new address was a PO Box. The company shipped this item to my billing address and not my shipping address. It arrived after the close on my house and I do not have access to the property. I did not receive the product that I paid for. When attempting to contact the business to rectify this, they are almost impossible to contact. I have left messages, phone calls, chat on their website. I talked to one person who was not able to help at all. I just want the product that I paid for to be delivered to me.

• Initial Complaint

  Date:09/20/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a built in refrigerator from ******* in December 2023. It stopped working in July 2024. It has a one year warranty so I contacted RW Flame. Although responses were typically delayed they were responding at first. Below is a log of my messages:July 18 Emailed that I needed to place a warranty claim July 21 Received a response asking for screenshot of your order details, including the order number, along with your ** Number and warranty claim July 22 I emailed all but the ** number because Wayfair didnt use a ** number July 25 I hadnt heard from them so I sent another email.July 26 I received a response saying they didnt receive my earlier email so I sent the info again.July 29 I received an email asking for much of the same information again and the ** number. I sent the info again and once again told them there was no ** number with *******. ******* gave me an order number and an invoice number which I had already given RW Flame.July 31. I hadnt heard anything so I sent an email asking for an update. Later that day I received an email saying they couldnt do anything without a ** number so I called Wayfair and they gave me a ** number.August 1. I sent RW Flame the ** number.August 7. No word from them so I sent another inquiry. No response.August 10. Still nothing from them so I sent one last inquiry. No response.August 12. Filing a complaint with BBB hoping for some help.

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased ice maker and it went out within 6 months. I contacted customer service and their response was we would like to refund you 10% of your purchase price.I then stated to them your appliance has a one year warranty to which they did not reply back for a bit but finally responded with we would like to replace your ice maker.They sent out a new ice maker that failed 8 months later. Keep in mind we did all the required cleaning as recommended and only use filtered bottle water. I contacted them with a video of the ice makers failure to which their reply was we will have a tech watch the video and we will get back to you.That was 23 days ago.I have since emailed them 6 times with no responses.

  Business Response

  Date: 06/24/2024

  Hi, apologize for the unpleasant shopping experience you had. I will notify our customer service team to resolve the matter.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21848401
  
  I am rejecting this response because:

  I have sent numerous emails with all this detail in the matter without response. Once this matter has been settled and company follows through with their promises, I will then accept their response and close out this complaint.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a commercial ice make and two under counter refrigerators from this company. After nine months the ice maker stopped working. The product was supposed to have a one year warranty. After at least 15 emails, photos and videos sent to them requesting they stand behind their warranty, they have stopped communicating with me. They do not stand behind their defective product.*********************

  Business Response

  Date: 06/24/2024

  Hi, could you please provide your order details? I will inform our service team to solve this matter.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21821391
  
  I am rejecting this response because: *********** did not offer a solution, they asked for more details, Order # ***** Purchased from RW Flame on June 17th 2023. I have been trying to resolve this issue with your company through numerous emails since April 2024 to no avail. Your response to date has been to blame me for the defective product that was still under warranty. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Neither the retailer, ******** or the distributor BOAR or the manufacturer, RW Flame refused to warrant a three-year warranty. Placed calls and emails to all companies but they passed the problem over to the other. Spent many hours trying to solve the warranty issue without any success. The name on the product is "Kognita" which does not exist. I purchased the ice maker unit because of the warranty. No seller or manufacturer will fix it or replace it. I believe the retailer who sold the product should be the responsible party due to stated guarantee on line. Proof of purchase and warranty is attached. Unit stopped working after 13 months. No offers to fix it or replace.

  Business Response

  Date: 06/24/2024

  Hi, apologize for the unpleasant shopping experience you had. I will inform our ******* team to resolve the matter promptly.

• Initial Complaint

  Date:05/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a free standing 43" fireplace via Amazon. The fireplace was delivered but had essential missing parts( #5 board, to be specific).I ordered this fireplace as a house-warming gift for my best friend,but she was unable to assemble it until she moved to her new residence!! I PAID $335 for this item, and RWFlame decided NOT to resolve this issue, and PROFITTED off of THEIR OWN MISTAKES!! DO NOT, EVER, ORDER ANY FIREPLACE FROM THIS MANUFACTURER!!!

  Business Response

  Date: 06/11/2024

  The customer could provide a screenshot of the order details, including the order number. Then we will notify our ************** team to solve this complaint.

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given 2 outdoor heaters as a Christmas gift in 2022. They were purchased on 11/27/22 by my oldest son. Their warenty says 1 year and 1 of the 2 heaters popped and burned out on Christmas day 2023. Their heater has absolutley no markings as to who its made by or anything so it took me a while to figure out who to contact. Most companies especially at Christmas time allow some leeway on that warenty. This company said because I contacted them in the middle of January that there is nothing they can do. This is very poor customer service on their part! All I want is my heater replaced. These were never left out in the elements and always stored under a covered deck or under a large pergola. I don't understand their policy. The picture below was taken on Christmas day 2023 by my younger son who was using the heater at the time.

• Initial Complaint

  Date:02/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a mini freezer on January 23, 2024 which I purchased for $135 through the ** Flame website. The item was dented and I immediately emailed and called ** Flame. They responded a day later, in what quite finally looked like a strange email. The first email asked for the pictures I had taken so they could file a claim with ***** and offered me $20. I wrote back expressing my concern that the item could break down. I then received another email from a different person saying that they would honor the warranty but I would have to show Video proof that something was wrong with the item. I did write back saying that I would prefer to have a new item shipped to me and I'm awaiting a response. I went to the website to check the procedures for a refund or exchange and followed them. The website directs you to log into your account and then select the item that you need and start a refund process by downloading a shipping label. Unfortunately you cannot do that so that is completely false information that they have on their website. I'm going to contact the place that I paid for the item through and freeze any payments on this item. It's almost 2 days later and I've made multiple phone calls to their customer service line which just goes directly to voicemail. This feels like a fake scam and that they deliver dented items maybe to collect money from ******** I don't know. I wish I had checked the reviews before I purchased directly from this manufacturer.

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a blue fireplace stove before New Years. The web page shows they ship out right away. Each time I track the order shows it is in ***** waiting for ***** pickup. I called RWFlame many many times. ****** forwards call to *****. A message says to email even so I left message asking someone to call me.After 4 days of the same I sent email asking they cancel my order. The reply from ***** says it has shipped. I called *****. They do not have the package! It has not shipped. They are not canceling the order and refunding me. My credit card company said they charged my card already. They need to cancel and give me 100% of my money back! $135. I should not be charged for a return or restocking when the package has not moved. I have screen shots of tracking info. Beware of this company! Is this is how orders go if a problem occurs it will be much worse without any resolution!The Attorney General of CA needs to stop this business from operating!!!Each time I track info shows same thing. See screen shots.If you would like to see the emails from RW Flame send me email address to forward them too please. Thank you so much!

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an electric fireplace on 11/27/23 online. The product listing page states that the color of the fireplace housing is white. I received the fireplace and the house is not white, it is a dark ivory. I emailed the company thinking they just shipped the wrong color and was told that is the only color they offer. Their website refund policy states that if a customer is unhappy for any reason that they will provide a shipping label via their website and issue a refund when the product is returned. I emailed because I couldn't find the section to issue a return label on the website so I emailed them for help. They refuse to help, refuse to issue a return shipping label, and have given me the run around in a string of over 15 emails. They will not stand by what their website policy states nor will they return the product.